Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful. Making your customers LOL, 😂 or ROTFL. These are all ways that brands can humanize Twitter care, and make a care interaction…

12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how Twitter care helps deliver value across four different value dimensions — including economic value. Customers turn to Twitter …

Sometimes customers just need to hear that you’re trying to help.  When it comes to Twitter care, simply taking ownership of a problem can have a powerful impact — whether taking ownership means moving customers to DM so that you c…

Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and it’s another thing to anticipate an issue, or spot an opportunity to delight a customer, and reach out before they ever ment…

25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use a separate account that’s dedicated to fielding inquiries and solving problems? In From AM to PM: Twitter Customer Care in a …

12 companies that respond swiftly to customer concerns When customers turn to Twitter to ask a question or solve a care issue, they appreciate a speedy response. When brands excel at delivering rapid responses, and sustain those response times on a consi…

We all know what excellent social care feels like. It’s the delivery service that replies to you within minutes, so that you know when your dinner order is going to arrive. It’s the retailer that spots your photo of that great new handbag, and gives you …